Privacy Policy
EFFECTIVE DATE: [EFFECTIVE DATE]
[LEGAL ENTITY NAME], doing business as Star Granite & Marble ("Star G&M," "we," "us"), fabricates and installs countertops and coordinates related remodeling work for homeowners in Northern Virginia. This Privacy Policy explains what information we collect, how we use it, and the choices you have.
It applies to our website, our online forms and chat, text messages (SMS/MMS), phone calls, email, and in-person visits to our showroom or your home. By using these services, you agree to this policy.
Information We Collect
Information you give us. When you request an estimate, book a measurement, chat, text, call, or visit, you may provide:
- Contact details: name, phone number, email address, and preferred contact method
- Property details: address, ZIP code, city or county
- Project details: room, material interest, timeline, measurements, and notes
- Photos you upload or text to us of your kitchen, bathroom, or project space
- Appointment details: the date and time you choose
- Messages you send us by chat, text, or email, and what you tell us on calls Information collected automatically. When you visit our website, we and our service providers may collect your IP address, browser and device type, pages viewed, the page or ad that referred you, campaign tags (UTM parameters), and the date and time of your visit. We use cookies and similar tools for this (see "Cookies, Analytics and Advertising").
Information from others. We may receive your information from a person who refers you, a review or directory site you contacted us through, or a contractor working with us on your project.
We do not ask for, and you should not send us, Social Security numbers, bank account numbers, or card numbers by chat or text. Payments are handled separately through [PAYMENT METHOD / PROCESSOR].
How We Use Your Information
We use your information to:
- Respond to your request and answer your questions
- Schedule, confirm, remind you of, and reschedule measurement and showroom appointments
- Prepare quotes, fabricate, and install your project, and coordinate related flooring, tile, or plumbing work
- Send project updates, such as fabrication and install scheduling
- Ask for feedback or a review after your project is complete
- Send occasional information about our services, only if you agreed to receive it
- Understand which ads, pages, and channels bring us customers, so we can improve our website and marketing
- Keep records required for business, tax, warranty, and legal purposes
- Protect against fraud, spam, and misuse of our services We do not sell your personal information.
Text Messaging (SMS/MMS)
Consent. We text you only if you give us permission, for example by checking the SMS consent box on our website form, texting us first, or agreeing on a call. Consent to receive texts is not a condition of any purchase.
What we send. Texts may include replies to your questions, appointment confirmations and reminders, quote follow-ups, project and install updates, and review requests. If you separately agree, we may also send occasional service information. Message frequency varies. Message and data rates may apply.
Opting out. Reply STOP to any message to stop receiving texts. You will get one confirmation message, and no further texts after that. Reply HELP for help, or contact us at [PHONE] or [EMAIL].
How we protect your mobile information. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All the categories of sharing described in this policy exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
We use a messaging platform and phone carriers to deliver texts. They process your number and messages only to deliver our messages and are not permitted to use them for their own marketing.
Automated assistant. Some of our text and chat replies are written by an automated AI assistant, which identifies itself as one. You can ask to speak with a person at any time.
Full SMS program terms are in our Terms & Conditions.
Phone Calls, Recordings and Automated Assistants
Calls to and from Star G&M may be recorded. When a call is recorded, we tell you at the start of the call.
We use recordings for quality, training our staff, resolving disputes, and improving our automated phone and messaging assistants. If you do not want to be recorded, tell us and we will continue by other means, such as a callback or text.
If you miss us, we may send one text to the number you called from so we can help you. You can reply STOP at any time.
Our automated assistants (chat, text, and, in the future, phone) collect the same project and appointment details a staff member would. They do not make final pricing, warranty, or billing decisions; those always go to a person.
How We Share Your Information
We share information only as needed to run our business and complete your project:
- Service providers who work on our behalf, such as our CRM and messaging platform, website hosting, scheduling, email, analytics, payment processing, and AI assistant providers. They may use your information only to provide services to us.
- Contractors on your project, such as the flooring, tile, or plumbing professionals we coordinate, who receive only what they need (for example, your name, address, and job details) to do their part of the work.
- Legal and safety reasons, when required by law, court order, or to protect our rights, customers, or staff.
- Business transfers, if Star G&M is sold, merged, or reorganized, in which case this policy continues to apply to your information.
As stated above, we never share your mobile number or SMS opt-in consent with third parties for their marketing purposes, and we do not sell your personal information.
Cookies, Analytics and Advertising
We use cookies and similar technologies to keep our website working, remember your form progress, and measure how visitors use the site. We use Google Analytics to understand site traffic; Google's use of this data is described in its own privacy policy.
We may use advertising tools from Google and Meta to measure whether our ads lead to inquiries and to show our ads to people who visited our site. You can limit this through your browser's cookie settings, Google Ads Settings, and Meta's ad preferences. Our website does not currently respond to "Do Not Track" browser signals.
How Long We Keep Information
We keep customer, project, and inquiry records for 5 years from our last interaction with you, unless you ask us to delete them sooner or the law requires us to keep them longer. Call recordings are kept for up to 12 months.
How We Protect Information
We use reasonable administrative, technical, and physical safeguards, including access controls on our CRM and limiting access to staff who need it. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.
Children
Our services are meant for adults. We do not knowingly collect personal information from children under 13. If you believe a child has sent us information, contact us and we will delete it.
Your Choices and Rights
You can ask us to:
- Tell you what personal information we hold about you
- Correct information that is wrong
- Delete your information, except records we must keep by law or for warranty purposes
- Stop sending you texts (reply STOP), marketing emails (use the unsubscribe link), or marketing calls To make a request, contact us using the details below. We will respond within 45 days and may need to verify your identity first. We will not treat you differently for making a request.
Changes to This Policy
We may update this policy from time to time. The effective date at the top shows when it last changed. If we make material changes to how we use your mobile information, we will ask for your consent again where required.
Contact Us
[LEGAL ENTITY NAME] d/b/a Star Granite & Marble [ADDRESS]
Phone: [PHONE]
Email: [EMAIL]